IT Process Excellence Specialist

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. They deliver an innovative, science-based portfolio of premium flagship brands and services spanning Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. Established in 1981, Galderma focuses on the skin and partners with healthcare professionals to meet individual consumer and patient needs. This role is based in their new Global IT hub at Unity Tower in Krakow, Poland, supporting Galderma's growing IT presence.

• Proven experience in IT Service Management (ITSM), Process Excellence, or Service Governance roles.
• Strong preference for ITIL certification (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional).
• Experience defining and managing KPIs, SLAs, and performance reporting.
• Ability to drive governance and stakeholder engagement at multiple organizational levels.
• Strong analytical, communication, and influencing skills.
• Experience working in global, cross-functional environments.
• Bachelor's or Master's degree in IT, Engineering, or related fields.

ITSM Process Governance & Management:

• Oversee end-to-end management of ITSM processes aligned with ITIL best practices.
• Define, implement, and continuously improve ITSM processes across IT domains including Incident, Problem, Change, and Request.
• Maintain process documentation, training, governance frameworks, and procedures globally.

Performance Monitoring & Reporting:

• Define and manage KPIs, SLAs, and metrics to measure IT service performance.
• Establish reporting frameworks for transparency across IT functions.
• Analyze data trends to identify improvement opportunities.

Cross-Functional Collaboration & Transparency:

• Collaborate with IT functions like Infrastructure, Applications, Service Desk, and Security to ensure process adherence.
• Drive accountability and transparency via reporting and performance reviews.
• Interface between IT teams and stakeholders on service performance.

Governance & Stakeholder Management:

• Lead governance forums (Service Reviews, Problem Review Boards, Change Advisory Boards) with IT stakeholders and business partners.
• Ensure ownership and follow-up of governance actions.
• Provide executive insights and recommendations to support decisions.

Continuous Improvement & Process Optimization:

• Drive improvement initiatives using data insights and business feedback.
• Identify automation and optimization opportunities, including applying AI where applicable.
• Promote best practices and innovation in ITSM processes.